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Job Summary: Experienced Field Service professional to install, maintain, and provide technical support for equipment/systems, with a focus on end-user support and incident resolution. Key Highlights: 1. A conducive environment for learning and professional growth. 2. Performance evaluation and feedback for continuous development. 3. A #borderless team that values diversity and inclusion. We are **Quality Digital**! Learn more about us: * **Our defining statement** \- We are IT solutions specialists and passionate innovators! * **To infinity and beyond** \- We are *\#borderless*. Our team is spread across Brazil and around the world. * **Our culture** \- Though geographically dispersed, we stay united. We hold ceremonies to foster closer connections, share knowledge, and stay updated on company news! * **We embrace diversity** \- One of our commitments is to make our company an increasingly diverse, inclusive, and respectful workplace, valuing and promoting pluralism. Therefore, **everyone is welcome here**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our mission** \- To empower our clients’ businesses through innovative and sustainable solutions. Are you ready to join us? **Responsibilities and Duties** **What we’re looking for:** * Experienced Field Service professional to install, maintain, and provide technical support for equipment/systems; **Your day-to-day responsibilities:** * Provide user support via phone, remote, or in-person assistance; register incidents to enable analysis and resolution, escalating them to resolver groups when necessary; * Handle incidents related to operating systems, software, hardware, networks, and Microsoft Office Suite, as well as technical requests and issues concerning services, security, and products; * Investigate, diagnose, and test solutions before visiting the requester; * Interact with clients at all hierarchical levels; * Support end users by addressing and resolving their questions related to support/infrastructure/systems; * Guide users on current processes, policies, and procedures; **Requirements and Qualifications** **Requirements and Qualifications:** * Proficiency in Office 365 — account creation, password resets, permission groups; * Administration of other tools and resources such as: ADFS, AD, AD Connect, DNS, Windows, Firewall, Outlook, Skype for Business; * Knowledge of Windows 10/11; * Basic understanding of IT Governance (ITIL/Cobit); * Equipment formatting; * Create, update, and document procedures and best practices, always aiming for continuous improvement; * Experience in support center operations governed by metrics/indicators such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, and Satisfaction; * Bachelor’s degree (completed or in progress) in Information Technology or related fields; **Preferred Qualifications:** * ITIL certification; * Familiarity with ITSM tools, especially Topdesk; **Work Schedule:** * Monday to Friday, from 10:00 AM to 7:00 PM (one Sunday per month on call); * Work model: 100% on-site; * Workplace location: Osasco, São Paulo\-SP. **NOTE:** Hey! Even if you don’t meet all the job requirements, we still encourage you to apply! We’ll carefully evaluate your profile considering all your qualifications. **Additional Information** **What you’ll find here:** * A conducive environment for **learning** and **professional growth**; * **Performance evaluations** and **feedback**, aimed at the continuous development of our people; * **Meal and/or food allowance**, for grocery shopping and meals; * **Medical and dental insurance**, ensuring your and your family’s health; * **Pharmacy partnership**, offering discounts on medications; * **Childcare allowance**, according to current policy; * **Gym membership partnership**, encouraging physical activity; * **SESC partnership**, providing varied cultural and leisure activities; * **Partnerships for education**, including language, technology, and online course platforms; * **Payroll-deductible loans**, with attractive rates \+ financial education program; * **Corporate University and learning paths**, featuring diverse content on technology, soft skills, market trends, and more; * **Employee referral program**, with opportunities for rewards and bonuses; * **Group life insurance**; Here, there’s no shortage of stories to tell! So, why not grab your cup of coffee, tea, juice, or favorite beverage, learn more about us, get inspired, explore our open positions, and join this ever-growing team?
